voice cuts out intermittently in calls

[musicisbliss]

Hello,

When I am on phone calls in my house or in other areas, the voice cuts out for periods of time. Sometimes it only cuts out in one direction, some times in both.

When I switch to voip while on wifi, the problem goes away. When I switch to voip on cellular data, the problem persists.

Additional notes

• My phone still has 3 or 4 bars when the problem occurs
• It seems to occur in areas more than others, however it happens all over the place.

Any recommendations on troubleshooting?

[musicisbliss]

Thanks for the advice everyone!

This issue happens with multiple people, so I can rule that out.

I leave my bluetooth disabled by default.

For context, I live in Vancouver.

This weekend I will aim to:

• Test my sim card in my wife's phone
• Try calling from a different network area

I think my wife uses Virgin, and she does not have reception problems in this area.

[Nezgar]

@musicisbliss 

You can call this echo test number (in Ontario) to test for audio dropouts without having to involve someone else.

226-244-4444

Toggle airplane mode for a fresh network connection, try using a wired earphone/headphones, try disabling bluetooth or using a bluetooth headset, try speakerphone mode.

Edit: Also try swapping your SIM card into another phone!

[esjliv]

---

@musicisbliss wrote:

Hello,

When I am on phone calls in my house or in other areas, the voice cuts out for periods of time. Sometimes it only cuts out in one direction, some times in both.

When I switch to voip while on wifi, the problem goes away. When I switch to voip on cellular data, the problem persists.

Additional notes

• My phone still has 3 or 4 bars when the problem occurs
• It seems to occur in areas more than others, however it happens all over the place.

Any recommendations on troubleshooting?

---

@musicisbliss 

There are variables here to rule out...issue could be:

• device
• SIM card
• the other end with the person you are connected with
• network in your area
• Public Mobile account

(am i missing any others??)

1-Device:

Try your SIM into another compatible Public Mobile Device and see if the issue is the same.

If the same, than likely not your Device.

2-SIM card:

When you try #1 above, and issues are still happening, try cleaning the contact of the SIM card gently with an eraser tip.

Could be a SIM going bad, but keep trouble shooting.

3-the other end with the person you are connected with:

Is this happening with different callers on different provider's networks?

4-network in your area

5-Public Mobile account

If all suggestions are not helping, have the Moderators check on your account to see if they can reset or re-provision something on their end.

To contact the Public Mobile Moderator_Team, there are two methods to reach them:

1 -  Faster - Click the bubble comment circle on the bottom right-hand side of your screen,

or use this link to: Get Help With SIMon the Public Mobile chatbot

OR

2 – Slower - Use this link to:

Private Message to Public Mobile Moderators (PM Customer Service Representatives)

[HALIMACS]

@musicisbliss 

If your device is set to automatically connect to a Bluetooth device, is it possible that when your phone is within range of this Bluetooth device that it is auto connecting to it and thus voice transmissions are being transferred to it as opposed to through your phones receivers/ speakers.

Try switching Bluetooth off to see if the problem subsides.

[hTideGnow]

@musicisbliss  what kind of phone you have?  which province you are at??  Is this an issue just start happening or if it has been like this since long time??

[computergeek541]

---

@musicisbliss wrote:

Hello,

When I am on phone calls in my house or in other areas, the voice cuts out for periods of time. Sometimes it only cuts out in one direction, some times in both.

When I switch to voip while on wifi, the problem goes away. When I switch to voip on cellular data, the problem persists.

Additional notes

• My phone still has 3 or 4 bars when the problem occurs
• It seems to occur in areas more than others, however it happens all over the place.

Any recommendations on troubleshooting?

---

The difficulty with torubleshooting this type of issue has to with the fact that it doesn't happen all the time. There are also two people involved in each call, so there's also a possible that the issue might not even be with your phone or with Public Mobile.

The obvious places to start would be to see if this happenss when you're tyring to talk to multiple people or if it only happens when talkign to one specific person.  Also, you'll want to try the service out in different locations (other than the place you've already tried), and if possible, try your Public Mobile SIM card in a different phone.